Collections Officer - Vulnerable Customer Team

About this role

We’re Capital on Tap 👋 💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.

1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started! 📈Check out the development opportunities in the Specialist Support team. 📍 Manchester | 🏢 3 days in office, 2 from home (Fully office-based for the first 3 months) ⏰ Shifts - 37.5 hours per week Monday - Friday between 8am - 8pm.

About the Team As a Collections Officer on our Specialist Support team, you’ll play a vital role in delivering tailored support to customers who require additional care. You’ll carry out detailed vulnerability assessments, review customer accounts, and ensure every individual is treated with empathy, dignity, and respect. The role involves managing complex cases, identifying emerging trends, and contributing to strategies that enhance support for customers in arrears.

What You’ll Be Doing Taking escalated inbound calls from vulnerable customers who are experiencing financial difficulty and are in financial arrears. Managing your own portfolio of vulnerable customers, providing outstanding support and service to best assist our customers. Using your knowledge and expertise to ensure you meet key metrics and treating customers fairly principles. Working collaboratively with other departments in Capital on Tap to provide a seamless customer experience.

Conduct thorough reviews of required documentation, such as bank statements and income and expenditure forms. 💖 We encourage applicants to carefully consider the nature of this role, as it involves handling sensitive conversations that may be emotionally challenging at times. We kindly ask that you apply only if you feel comfortable managing these types of discussions in a professional and supportive manner. We’re Looking For Experience working in a financial vulnerability support role as well as experience in handling collections and arrears.